• Customer Service Innovate Specialist

    at Dow Chemical

    February 2007 - October 2015


    • Lead our Global eBusiness team through 5 SAP/CRM implementations (R2 to ECC.) This included requirements gatherings, functional designs, data migration via Cransoft for both ECC and CRM and process/training updates. • Lead Customer Service, Purchasing and eBusiness teams through several divestitures and integration of SAP/CRM systems (ECC to ECC and R2 to ECC.) This included gap analysis, data mapping and migration and hypercare afterwards. • Maintained and implemented several enhancements and upgrades for Dow's B2B site (CRM based,) MyAccount@Dow. During this time sales increased sales approximately 23% from $2.5 billion to $3.2 billion. This was done via various campaigns that included social media.

  • Customer Care Lead

    at XO Communications

    January 1999 - January 2007


    • Managed the delivery of effective support services for customers through several teams. This included website setup, troubleshooting and design. • Helped with website development including WordPress, Drupal, CSS, HTML, JavaScript.


  • BBA

    at SVSU

    1992 - 1996 (4 years) Michigan


  • English Native

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